JP2008035444A - Device management device and device remote diagnosis management system - Google Patents

Abstract

The present invention relates to a device management apparatus and a device remote diagnosis management system that detect not only device operation abnormality but also tendency to become operation abnormality.
An apparatus remote diagnosis management system 1 is managed by a remote diagnosis management apparatus 2, and an apparatus management apparatus 3 that manages electronic apparatuses K2 to Kn is provided with statuses of the electronic apparatuses K2 to Kn from the electronic apparatuses K2 to Kn. Process information is acquired as well as information, and based on the acquired process information, it is determined whether there is a possibility that the corresponding process is in an abnormal state or an abnormal state, and the process is in an abnormal state or an abnormal state If it is determined that there is a risk of falling into the process, an abnormality avoidance measure such as process restart is performed on the process. Therefore, it is possible to prevent a failure from occurring in the electronic devices K2 to Kn in advance, and the downtime of the electronic devices K2 to Kn can be shortened or eliminated.
[Selection] Figure 1

Description

  The present invention relates to an apparatus management apparatus and an apparatus remote diagnosis management system, and more particularly to an apparatus management apparatus and an apparatus remote diagnosis management system that detect not only an operation abnormality of an apparatus but also a tendency to become an operation abnormality.

  Conventionally, as a device remote diagnosis management system for remotely managing devices such as printers, copiers, facsimile machines, composite devices, etc., one or a plurality of image forming apparatuses installed at unspecified number of customers (users) Remote diagnostic management installed in management centers (device sales, service bases, etc.) using equipment management devices and public lines or other communication lines installed for each customer. A device remote diagnosis management system is connected to a device, the device management device acquires status information from the device as management information, performs data communication to the remote diagnosis management device via a line, and remotely diagnoses and manages the device. Known (see Patent Document 1 to Patent Document 3, etc.).

  Such a conventional device remote diagnosis management system acquires device status information (state information) as management information, diagnoses the state of the device based on the status information, and remotely manages the device.

JP-A-7-128098 JP 2003-43095 A JP 2004-29472 A

  However, in the above prior art, since the status information of the device is acquired as management information and the state of the device is diagnosed based on the status information, after the electronic device has failed, the status information Identifying and handling the cause of failure is the basic device diagnosis and management method, which increases device downtime and takes time to identify the cause of failure, thus efficiently managing the device. There was a need for improvement.

  Therefore, the present invention detects not only an abnormal state but also a tendency to become an abnormal state, and cancels the failure at the time of abnormality and temporarily avoids the failure before becoming abnormal to reduce or eliminate the downtime of the device. An object is to provide a device management apparatus and a device remote diagnosis management system.

  According to a first aspect of the present invention, there is provided a device management apparatus that is connected to a device to be managed via a predetermined communication line and manages the device. Acquire process information, determine whether the corresponding process may enter an abnormal state or an abnormal state based on the acquired process information, and determine that the process may enter an abnormal state or an abnormal state Then, the above-mentioned object is achieved by executing a predetermined abnormality avoidance treatment for the process.

  A device remote diagnosis management system according to a second aspect of the present invention includes a device management apparatus that is connected to a management target device via a predetermined communication line and manages the device, and the device management apparatus via a predetermined communication line. A remote diagnosis management system comprising: a remote diagnosis management device connected to manage the device management apparatus, wherein at least the device management apparatus receives predetermined status information and a predetermined process of the device from each of the devices; If information is acquired, it is determined whether there is a possibility that the corresponding process enters an abnormal state or an abnormal state based on the acquired process information, and it is determined that the process may enter an abnormal state or an abnormal state By executing predetermined abnormality avoidance treatment for the process, the above object is achieved.

  In each of the above cases, for example, as described in claim 3, the device management apparatus calculates a trend predicted value of the acquired process information based on a predetermined process value calculation function, and the trend predicted value is When a predetermined threshold value is exceeded, it may be determined that the process may fall into an abnormal state.

  For example, as described in claim 4, the remote diagnosis management device receives the process information of each device collected by the device management device from each device management device, and records the process information for each model. May be stored, the process value calculation function may be generated based on the history of the process information, and the generated process value calculation function may be passed to each device management apparatus.

  Furthermore, in the case of the device remote diagnosis management system according to any one of claims 2 to 4, for example, as described in claim 5, the remote diagnosis management device receives the device management from each device management device. The process information of each device collected by the device and the device information at the time of occurrence of an abnormality are received, and the history of the process information and the history of the device information are accumulated for each model, and the history of the process information and the device information A threshold value calculation function may be generated based on the history, the threshold value may be calculated using the generated threshold value calculation function, and the calculated threshold value may be passed to each device management apparatus.

  Further, for example, as described in claim 6, the remote diagnosis management device receives the process information of each device collected by the device management device and the information of the device at the time of occurrence of an abnormality from each device management device. The process information history and the device information history are accumulated for each model, and a failure feature for each model is extracted as an abnormality detection keyword based on the process information history and the device information history. The abnormality detection keyword is passed to each device management apparatus, and each device management apparatus searches the acquired process information with the received abnormality detection keyword, and the acquired process information is in an abnormal state. It may be determined whether there is a risk of falling.

  Furthermore, the device management apparatus or the device remote diagnosis management system according to any one of claims 1 to 6 is, for example, as described in claim 7, the device management apparatus, The process of the device that has been determined to be in an abnormal state or possibly in an abnormal state may be restarted.

  According to the device management apparatus of the present invention, the device management apparatus that manages the device acquires not only predetermined status information of the device from each device, but also process information, and responds based on the acquired process information. If the process to be executed is determined to be in an abnormal state or an abnormal state, and if it is determined that the process may be in an abnormal state or an abnormal state, a predetermined abnormality avoidance measure is executed for the process Therefore, it is possible to diagnose and prevent the occurrence of a failure in the device in advance, and it is possible to shorten or eliminate the downtime of the device and improve the usability.

  According to the device remote diagnosis management system of the present invention, the device management device managed by the remote diagnosis management device acquires the process information as well as the predetermined status information of the device from each device. Determining whether the corresponding process is likely to fall into an abnormal state or an abnormal state based on the acquired process information, and determining that the process is likely to fall into an abnormal state or an abnormal state, Predetermined abnormality avoidance measures are performed on the device, so that it is possible to diagnose and prevent the occurrence of a failure in advance, and to reduce or eliminate the downtime of the device, thereby improving the usability. .

  Hereinafter, preferred embodiments of the present invention will be described in detail with reference to the accompanying drawings. In addition, since the Example described below is a suitable Example of this invention, various technically preferable restrictions are attached | subjected, However, The scope of the present invention limits this invention especially in the following description. As long as there is no description of the effect, it is not restricted to these aspects.

  1 to 5 are diagrams showing an embodiment of a device remote diagnosis management system of the present invention. FIG. 1 is a device remote diagnosis management system 1 to which an embodiment of the device remote diagnosis management system of the present invention is applied. FIG.

  In FIG. 1, a device remote diagnosis management system 1 includes a remote diagnosis management device 2 and a device management device 3 connected via the Internet 4 as a predetermined communication line. The device management device 3 further includes serial communication. A plurality of electronic devices (devices) K1 to Kn are connected via a communication line such as a line 5 or a LAN (Local Area Network) 6.

  The remote diagnosis management device 2 is installed in a remote management center such as a manufacturer or service center of the electronic devices K1 to Kn, and the device management device 3 and the electronic devices K1 to Kn connected by the serial cable 5 or the LAN 6 are , Installed at customer sites.

  The device management device 3 has a processing capability for acquiring data of the electronic devices K1 to Kn, operating the electronic devices K1 to Kn via the LAN 6 or the serial cable 5, and exchanging data with the remote diagnosis management device 2 via the Internet 4. And manage the electronic devices K1 to Kn.

  The device management apparatus 3 diagnoses and manages the electronic devices K1 to Kn based on various information (process value thresholds and the like) and functions (process value calculation functions and the like) of the remote diagnosis management device 2 color. The device management apparatus 3 searches for the electronic devices K2 to Kn connected to the LAN 6, and selects the electronic devices K2 to Kn based on the information of the electronic devices K2 to Kn connected to the LAN 6 found by the search. An identification number that can be specified is assigned and registered in accordance with the operation mode (for example, in the case of local operation, it is registered in the database of the device management device 3 itself, and the electronic devices K2 to Kn are registered using the remote diagnosis management device 2 In the case of performing the diagnostic management, remote registration in the database of the remote diagnostic management apparatus 2). In addition, the device management apparatus 3 sets, for each process of the registered electronic devices K2 to Kn, a keyword for anomaly search (for example, ZN meaning a zombie state) and a process threshold (for example, the CPU time of https). 1000 minutes). Then, the device management apparatus 3 notifies the status information (for example, counter information, toner information, etc.) and process information (for example, UNIX (registered trademark)) of the current process status from the electronic devices K2 to Kn (PS (Process Status)). ) Information), compare the threshold value and keyword set for each process with the acquired process information, determine whether there is a process abnormality or whether there is an abnormal trend, and delete the process that is determined to be abnormal Then, start up the corresponding module again. Furthermore, the device management apparatus 3 receives information transmitted from the electronic devices K2 to Kn and performs corresponding processing based on the received content. For example, the device management device 3 immediately transmits the received failure information to the administrator of the local system or the remote diagnosis management device 2, or obtains counter information from the electronic devices K1 to Kn on the day specified every month, In order to calculate the cost, it is transmitted to the administrator of the local system or the remote diagnosis management apparatus 2. Further, the device management apparatus 3 downloads firmware update software for the electronic devices K1 to Kn from an external server or the remote diagnosis management device 2 using a network.

  The electronic devices K1 to Kn are, for example, image forming apparatuses such as a printer device, a copying device, a facsimile device, and a composite device, and are installed together with the device management device 3 at a customer site.

  The electronic device K1 is connected to the device management apparatus 3 via the serial cable 5 and cannot acquire process information, set thresholds and keywords for each process, and delete processes, but is managed by the device management apparatus 3 Thus, only status information can be acquired.

  The electronic devices K2 to Kn are connected to the device management apparatus 3 via the LAN 6, and applications on the platform operate. The electronic devices K2 to Kn can acquire the status information and process information by the device management apparatus 3, and can temporarily eliminate the failure and prevent it in advance by deleting the process determined to be abnormal and starting the corresponding module. It has become.

  The remote diagnosis management device 2 is a computer system that controls remote diagnosis in the entire device remote diagnosis management system 1 and mainly performs the following processing. That is, the remote diagnosis management device 2 transmits / receives to / from each customer's device management device 3 via the Internet 4 and manages registration, movement, registration cancellation of each device management device 3, update of the firmware of the device management device 3, etc. I do. In addition, the remote diagnosis management device 2 collects device statuses of electronic devices K1 to Kn registered for each device management device 3 via each device management device 3, collects counter information, collects supply information, The electronic device K1 and the electronic devices K2 to Kn are remotely managed by updating the firmware.

  Then, the device management apparatus 3 performs registration of the electronic devices K2 to Kn according to the procedure shown in FIGS. That is, when the administrator of the electronic devices K2 to Kn selects the registration mode of the electronic devices K2 to Kn using the input device such as a keyboard or a mouse of the device management device 3 in the device management apparatus 3, the device management apparatus 3 displays an electronic device remote diagnosis service type selection screen, which is the main screen of electronic device registration, as shown in FIG. 2 on the display 3a, and the electronic device K2 to be registered is displayed on this electronic device remote diagnosis service type selection screen. -Kn IP address, model name, electronic device name, and service type can be selected.

  In this electronic device remote diagnosis service type selection screen, the device management apparatus 3 uses various protocols (for example, SOAP (Simple Object Access Protocol), SNMP (Simple Network Management Protocol), etc.) within the specified IP address range. The remote diagnosis service type that can be executed by the electronic devices K2 to Kn is displayed together with part of the possession information (IP address, model name, etc.) of the electronic devices K2 to Kn found by the search. As a default, a check is made on the service type corresponding to the protocol used when the electronic devices K2 to Kn are found.

  When the administrator operates the “Next” button on the electronic device remote diagnosis service type selection screen, a process value setting screen for setting the process values of the registered electronic devices K1 to Kn as shown in FIG. 3 is displayed on the display 3a. To display. In this process value setting screen, a threshold value and a keyword can be set for the target process. The values (threshold values) and keywords set in the device management apparatus 3 can be changed from the remote diagnosis management apparatus 2 at any time according to the operation status of the device remote diagnosis management system 1.

  Next, the operation of this embodiment will be described. The device remote diagnosis management system 1 according to the present embodiment diagnoses and manages the registered electronic devices K2 to Kn based on not only status information but also process information. The device remote diagnosis management system 1 performs the same device management as the conventional one for the electronic device K1 based only on the status information. However, the electronic device K2 to Kn performs an abnormality based not only on the status information but also on the process information. Diagnose abnormal trends before they occur and manage equipment.

  That is, the device remote diagnosis management system 1 first counts the number of images formed when the device management device 3 is status information of the electronic devices K2 to Kn to be managed (for example, when the electronic devices K2 to Kn are image forming devices). (Counter information of the counter, toner information, etc.) and process information (for example, UNIX PS information) of the electronic devices K2 to Kn (step S101), and whether the acquired status information has an abnormal value, for example, It is searched whether there is an abnormality in the counter value (step S102).

  If there is an abnormal value in the status information in step S102, the device management apparatus 3 transmits a status abnormality notification such as a counter abnormality notification to the remote diagnosis management apparatus 2 (step S103), and the acquired electronic devices K2 to K2 are transmitted. The process information of Kn is compared with the set threshold value and keyword for each process of the electronic devices K2 to Kn to check whether there is a process abnormal value (step S104).

  In addition, when there is no abnormality in the counter value (status information) in step S102, the device management apparatus 3 checks whether there is a process abnormality (step S104).

  In step S104, when there is a process abnormal value, the device management apparatus 3 deletes the target processes of the electronic devices K2 to Kn using the process ID of the process that exceeds the threshold or the process that matches the keyword, The module is restarted using the information of the target module stored in the database (DB) of the device management apparatus 3. Furthermore, the device management apparatus 3 calculates a future trend with a process value calculation function obtained from a value change within a certain period for a process that does not exceed the threshold, and for a process that is considered to exceed the threshold Then, deletion and start-up are performed again (steps S105 and S104).

  For example, the device remote diagnosis management system 1 is represented by the series 1 when there is an electronic device indicated by the series 1 and an electronic equipment indicated by the series 2 as shown in the threshold prediction diagram of the equipment management apparatus 3 of FIG. Although the electronic device is approaching the set threshold value “10”, the increase in the process information collected for a certain period does not tend to exceed the threshold value as of January 4, so the process is restarted. It is considered unnecessary, and the device management apparatus 3 does not perform process restart processing for the electronic devices in the series 1.

  On the other hand, the electronic device indicated by the series 2 is approaching the set threshold value “10”, and the value as of January 4 is smaller than the series 1, but the increasing trend of the collected process information for a certain period is seen. Therefore, the device management apparatus 3 determines that the process needs to be restarted, and performs process restart processing for the electronic device.

  Then, when the process management is restarted, the device management apparatus 3 transmits information when the process abnormality occurs and information after the startup again to the remote diagnosis management apparatus 2 as a process abnormality occurrence history (step S106). The process value calculation function for calculating this value is created by the remote diagnosis management device 2 based on the operation data of the entire target model and the data (information) of the individual electronic devices K2 to Kn to be managed, as will be described later. Is done.

  If there is no process abnormality in step S104, the device management apparatus 3 transmits the acquired counter value (status information) and process information to the remote diagnosis management apparatus 2 (step S107).

  When the remote diagnosis management device 2 receives the transmission information from the device management device 3, the remote diagnosis management device 2 records the occurrence history and reflects it in the overall operation information for generation of a process value calculation function and threshold calculation (step S108), and the electronic device K2 It is checked whether or not it is necessary to change the process setting values (threshold value, etc.) or functions (process value calculation function, etc.) of .about.Kn (step S109).

  That is, the remote diagnosis management device 2 receives the process information of each electronic device K2 to Kn collected by the device management device 3 from each device management device 3, accumulates the history of the process information for each model, and the process information The process value calculation function is generated based on the history, and the generated process value calculation function is passed to each device management apparatus 3. Then, as described above, each device management device 3 calculates a trend prediction value of process information based on the process value calculation function received from the remote diagnosis management device 2, and the trend prediction value has a predetermined threshold value. If it exceeds, it is determined that the process may fall into an abnormal state.

  Further, the remote diagnosis management device 2 receives the process information of each electronic device K2 to Kn collected by the device management device 3 received from each device management device 3 and the device information at the time of occurrence of an abnormality, and receives the process for each model. The history of information and the history of the device information are accumulated, a threshold calculation function is generated based on the history of the process information and the history of the device information, the threshold is calculated with the generated threshold calculation function, and the calculation The threshold value is passed to each device management apparatus 3. Then, as described above, each device management apparatus 3 determines whether the process exceeds the threshold value received from the remote diagnosis management apparatus 2 based on whether or not the tendency prediction value of the process information calculated based on the process value calculation function exceeds. It is determined whether or not there is a possibility of falling into an abnormal state, and whether or not the process information collected from the electronic devices K2 to Kn exceeds the threshold value determines whether or not there is an abnormal state.

  Further, the remote diagnosis management device 2 extracts the failure feature for each model as an abnormality detection keyword based on the process information history and the device information history received from each device management device 3, and the extracted abnormality detection The keyword is passed to each device management apparatus 3. Then, as described above, each device management apparatus 3 searches the acquired process information with the received abnormality detection keyword and determines whether the acquired process information may fall into an abnormal state. To do.

  In step S109, when the process setting values or process value calculation functions of the electronic devices K2 to Kn need to be changed, the remote diagnosis management device 2 obtains the process name and value to be changed from the database (DB). It is acquired and stored in the device reply table (step S110), and the management information of the target electronic devices K2 to Kn is transmitted to the device management apparatus 3 (step S111).

  If it is not necessary to change the process setting values or functions of the electronic devices K2 to Kn in step S109, the remote diagnosis management device 2 stores information indicating no change in the device reply table (step S112), and device management. The management information of the target electronic devices K2 to Kn is transmitted to the device 3 (step S111).

  Thus, the device remote diagnosis management system 1 according to the present embodiment is managed by the remote diagnosis management device 2, and the device management device 3 that manages the electronic devices K2 to Kn transmits the electronic devices K2 from the electronic devices K2 to Kn. ~ Kn status information as well as process information is acquired, and based on the acquired process information, it is determined whether or not the corresponding process may be in an abnormal state or an abnormal state. When it is determined that there is a possibility of falling into a state or an abnormal state, the process is restarted by restarting the module as a predetermined abnormality avoidance measure for the process.

  Therefore, it is possible to prevent a failure from occurring in the electronic devices K2 to Kn in advance, and it is possible to improve the usability by reducing or eliminating the downtime of the electronic devices K2 to Kn.

  In particular, even if the status information is normal, when the process information exceeds the set threshold, or when it is predicted that the threshold will be exceeded by the calculation of the set process value calculation function, the target process is It can be restarted to prevent a failure in advance, and downtime of the electronic devices K2 to Kn can be shortened or eliminated.

  Further, in the device remote diagnosis management system 1 according to the present embodiment, the device management apparatus 3 calculates a trend prediction value of process information based on a process value calculation function, and the trend prediction value exceeds a predetermined threshold value. In addition, it is determined that the process may fall into an abnormal state.

  Therefore, it is possible to more appropriately determine whether or not the process may be in an abnormal state.

  Furthermore, in the device remote diagnosis management system 1 of the present embodiment, the remote diagnosis management device 2 receives the process information of each electronic device K2 to Kn collected by the device management device 3 from each device management device 3, and for each model. The process information history is accumulated, a process value calculation function is generated based on the process information history, and the generated process value calculation function is passed to each device management apparatus 3.

  Therefore, it is possible to appropriately generate a process value calculation function and more appropriately determine whether or not there is a possibility that the process falls into an abnormal state.

  In addition, the device remote diagnosis management system 1 of this embodiment is configured so that the remote diagnosis management device 2 collects the process information of each electronic device K2 to Kn collected by the device management device 3 from each device management device 3 and the device when an abnormality occurs. The process information history and the device information history are accumulated for each model, a threshold value calculation function is generated based on the process information history and the device information history, and the generated threshold value is generated. A threshold value is calculated by a calculation function, and the calculated threshold value is passed to each device management apparatus 3.

  Therefore, the latest operation status can always be reflected in the management of the individual device management apparatus 3 and the electronic devices K2 to Kn, and the downtime can always be minimized.

  Furthermore, the device remote diagnosis management system 1 of this embodiment is configured so that the remote diagnosis management device 2 collects the process information of each electronic device K2 to Kn collected by the device management device 3 from each device management device 3 and the device when an abnormality occurs. The process information history and the device information history are accumulated for each model, and the failure feature for each model is extracted as an abnormality detection keyword based on the process information history and the device information history. Then, the extracted abnormality detection keyword is passed to each device management apparatus 3, and each device management apparatus 3 searches the acquired process information with the received abnormality detection keyword, and acquires the process. It is determined whether there is a possibility that the information will fall into an abnormal state.

  Therefore, it is possible to more efficiently and appropriately determine whether or not there is a possibility that the process falls into an abnormal state.

  In addition, the device remote diagnosis management system 1 according to the present embodiment restarts the processes of the electronic devices K2 to Kn that the device management apparatus 3 determines to be in an abnormal state or an abnormal state as an abnormality avoiding measure. ing.

  Therefore, the electronic devices K2 to Kn can be repaired without taking the effort of the user and the maintenance person, and the usability can be further improved.

  The invention made by the present inventor has been specifically described based on the preferred embodiments. However, the present invention is not limited to the above, and various modifications can be made without departing from the scope of the invention. Needless to say.

  Not only status information of various devices such as an image forming apparatus but also process information can be acquired and applied to a general device remote diagnosis management system for diagnosing and managing devices that prevent occurrence of abnormalities.

1 is a system configuration diagram of a device remote diagnosis management system to which one embodiment of a device remote diagnosis management system of the present invention is applied. The figure which shows an example of the electronic device remote diagnosis service type selection screen in the apparatus management apparatus of FIG. The figure which shows an example of the process value setting screen in the apparatus management apparatus of FIG. The flowchart which shows the apparatus remote diagnosis management process by the apparatus remote diagnosis management system of FIG. The figure which shows an example of the process value prediction in the apparatus management apparatus of FIG.

Explanation of symbols

1 Device Remote Diagnosis Management System 2 Remote Diagnosis Management Device 3 Device Management Device 3a Display 4 Internet 5 Serial Communication Line 6 LAN
K1-Kn electronic equipment

Claims (7)

  In a device management apparatus that is connected to a management target device via a predetermined communication line and manages the device, the device acquires predetermined status information and predetermined process information of the device from each device, and the acquired process information Based on this, it is determined whether or not the corresponding process is likely to fall into an abnormal state or an abnormal state. A device management apparatus characterized by   A device management apparatus connected to a management target device via a predetermined communication line and managing the device; a remote diagnosis management apparatus connected to the device management apparatus via a predetermined communication line and managing the device management apparatus; The device remote diagnosis management system includes: at least the device management apparatus acquires predetermined status information and predetermined process information of the device from each device, and responds based on the acquired process information If the process to be executed is determined to be in an abnormal state or an abnormal state, and if it is determined that the process may be in an abnormal state or an abnormal state, a predetermined abnormality avoidance measure is executed for the process A device remote diagnosis management system characterized by that.   The device management apparatus calculates a tendency prediction value of the acquired process information based on a predetermined process value calculation function, and the process may fall into an abnormal state when the tendency prediction value exceeds a predetermined threshold value. 3. The device management apparatus according to claim 1, or the device remote diagnosis management system according to claim 2, wherein the device management apparatus according to claim 1 is determined.   The remote diagnosis management device receives the process information of each device collected by the device management device from each device management device, accumulates the history of the process information for each model, and based on the history of the process information 4. The device remote diagnosis management system according to claim 3, wherein a process value calculation function is generated, and the generated process value calculation function is passed to each device management apparatus.   The remote diagnosis management device receives the process information of each device collected by the device management device and the device information at the time of occurrence of an abnormality from each device management device, and records the process information history and the device information for each model. A history is accumulated, a threshold value calculation function is generated based on the history of the process information and the history of the device information, the threshold value is calculated by the generated threshold value calculation function, and the calculated threshold value is set to each device management device The device remote diagnosis management system according to claim 3 or 4, wherein the device remote diagnosis management system is provided.   The remote diagnosis management device receives the process information of each device collected by the device management device and the device information at the time of occurrence of an abnormality from each device management device, and records the process information history and the device information for each model. In addition to accumulating the history, the failure feature for each model is extracted as an abnormality detection keyword based on the history of the process information and the history of the device information, and the extracted abnormality detection keyword is passed to each device management apparatus. The device management apparatus performs a search on the acquired process information with the received abnormality detection keyword to determine whether or not the acquired process information may fall into an abnormal state. The device remote diagnosis management system according to any one of claims 2 to 5. 7. The device management apparatus according to claim 1, wherein the device management apparatus restarts the process of the device determined to be in the abnormal state or the abnormal state as the abnormality avoiding measure. The device management apparatus or device remote diagnosis management system described.

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